Support Engineer Resume

SUMMARY:

Self - starter and highly goal-oriented. Demonstrated skills in Managing Special Projects, Research and Problem Solving.
Strategic thinker with strong business acumen.
Strong data analysis and interpretation skills.
Able to remain focused and professional when confronted with change or stressful customer interactions.

TECHNICAL SKILLS:

Operating Systems: UCSS, OTB, RMS, P2K, Windows DOS/ 95/98/ME/2000/XP/Vista/7/10.

Software: Citrix Webclient, UltraVNC, Altiris Console, Adobe Contribute & Photoshop, Service Now, Active Roles, Microsoft Suite 97-2013, PC Anywhere, Checkpoint VPN client, Veritas Backup Exec, Norton Ghost Backup. Symantec Enterprise Protection (V11 & 12) & Multiple Antivirus Suites (McAfee, AVG, Avira & Eset), Computrace, Blackberry Desktop Manager (4.5 - 6.0), GOOD Work, Splunk, RSA

PROFESSIONAL EXPERIENCE:

Confidential

Support Engineer

Responsibilities:

Identify IT processes in need of improvement, determine ways to streamline and/or automate those processes, and implement those changes.
Assess IT needs for new processes; create, document, and communicate such processes to the IT department.
Suggest changes to desktop/laptop hardware environments, testing their impact, and carrying out implementation.
Determine company - wide desktop/laptop hardware needs, ordering new hardware, configure new and replacement hardware, and track desktop/laptop/mobile hardware assets.
Ensure Information Security compliance by maintaining the security of the company s IT networks through maintenance and management of internal user accounts and directories, as well as remote access setup and support, and updating exchange and active directory moves, additions, and changes.
Manage IT rollouts this includes analyzing needs, placing orders, communicating, and implementing the rollout.
Serve as main point of contact with IT hardware vendors by meeting with and maintaining relationships with them.
Technical support for trading floor & remote users.
Manage RSA & GOOD console distribution & assignment.

Confidential

IT Consultant

Responsibilities:

Logged service tickets for problems & resolutions in ticketing system and worked with various groups to resolve issues in timely fashion.
Installed and configured PCs/laptops in a 4,000+ user environment, deploying builds via Altiris NS and DS Console 6.5 & 7.1.
Provided field service support on issues related to desktop software applications & Operating Systems (Windows XP/7/10 & Mac OS).
Supported new HW/SW installs and upgrades for users while providing onsite support for break/fix issues and disaster recovery.
Installed, Configured & Supported Outlook & Lotus Notes.
Monitored & Maintained desktops and laptops for viruses and malware.

Confidential

IT Consultant

Responsibilities:

Provided consulting services related to internal controls, risk assessments, risk management, IT controls and related standards.
Aided desktop engineers with multiple tickets.
Migrated 350 workstations from Office 2000 to Office 2003 & Open Office.
Supported new HW/SW installs and upgrades for users while providing onsite support for break/fix issues and disaster recovery.
Managed setup & configuration of Xerox and HP printers to network & local users.
Responsible for TCP/IP setup & configurations.

Confidential

Lead Retail Consultant

Responsibilities:

Assistant Store Manager in the day - to-day operations of the store and provided solutions for customer issues and escalations.
Trained and coach store team members in daily duties related to servicing the customer and taking care of the team (included utilization of the SSEs).
Assisted customers with warranty issues, exchanges and new account activations.
Supported management with coaching and training of new and current employees with company products and policies.

Confidential

Credit Protector Retention Specialist

Responsibilities:

Demonstrated effective telephone and negotiation techniques.
Responsible for hitting/exceeding team objectives and goals.
Utilized various retention sales tools such as Rapport Building.
Responsible for cross selling products and services offered by Confidential .

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